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Communication - Appogg

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Loraine Borg

on 10 September 2014

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Transcript of Communication - Appogg

Improving COMMUNICATION within
APPOĠĠ Services


'Feeling Estranged'
Lack of face to face communication acts as a barrier.
Being distant sometimes
hinders communication.
'Feeling uncomfortable because other workers in the agency do not know who I am.'
Other workers do not realize we work at Appoġġ although we are placed elsewhere such as in hospitals or in the community.
'Sometimes we feel left out when we do not even receive e-mails and thus are not well informed' (Shelter employees have no e-mails address.)
Having to wait to meet the other worker since he/she is busy.
E-mails not replied on time or ignored.
We are not always aware if other workers are working with the same service user.
Part timers and workers on reduced hours feel they have less time to familiarize with other services.
Units to give us mobile numbers so we can call directly in case of emergencies.
To improve familiarization between workers a photo of the various teams can be included in FSWS Link.
Passing updated direct telephone lines of other employees within the agency.
All workers to have computer accessibility and a government e-mail address (Shelter workers).
Social activities between units would also help to familiarize themselves with other workers/units.
Management personnel need to pay more visits to satellite sites such as Shelter.
Workers at satellite sites might be asked to conduct unit meetings or group supervision and training to reduce distance.
Common database to be used to avoid duplication of work.
Key workers to be assigned when a case is between two units.
Through face to face communication we learn about other subjects not just about the task in hand.
Face to face communication makes work more efficient and effective.
Customer Care
Xogħol Amministrattiv
Servizzi Interni
Technological tools to facilitate communication
No feedback or calling back from worker to worker.
Lack of telephone or mobile phones in the unit lead to minimize the interventions to be carried out or communicating with other services.
Some services still do not have one-to-one computers and e-mail addresses.

Workers in the units should be responsible to answer their colleagues phone in his/her absence and a message should be left so that the worker can reply in timely manner on his/her return.
Sharing of unit mobile numbers between units. This could be done internally.
Answering machines should be activated and used.
More computers available as this will facilitate communication via e-mails. Certain service users prefer to send e-mails to the social worker and this will facilitate communication.
E-mails will also facilitate communication between workers and this will also help to reduce paper wastage and e-mails are more accessible if computers are available.
E-mail addresses should be available for everyone even those working on part-time basis. This will help the workers to receive any information that is shared between the agencies.
A shared folder with the information that is shared via e-mail can also be shared between staff on a shared folder and this will be available to everyone. This will ease communication.
Any documentation that needs to be seen by the administration should be online based such as applying for vacation leave as this will alleviate the pressure on the administration team and also reduce the amount of paper used by the agency.

Agency’s website should also be updated with information about each service.
Every unit should have enough mobiles according to the number of people in the unit.
Community teams should have a mobile for the community workers.
More telephones available and if possible one to one so that every worker can carry out his/her interventions on time and without waiting for the telephone line to be free.
Appoġġ customer care has only two telephone lines that can be answered and this creates a lot of difficulties for workers to reach the agency and even for service users. It is suggested that during the busiest times, a third person is introduced to help out in the phone calls and in welcoming people to the agency.
Kommunikazzjoni fl-Aġenzija u bejn il-Professjonisti
Il-customer care mhux dejjem jiġu mgħarfa dwar proġetti u korsijiet li ser isiru u għaldaqstant ma jkunux jistgħu joffru l-informazzjoni neċessarja.
Meta nies li jużaw is-servizz jistaqsu għall-ħaddiema soċjali, u għal diversi raġunijiet ma jkunux jistgħu jkellmuhom toħloq skumdita fil-customer care.
Uhud mill-ħaddiema soċjali jkunu l-uffiċju u ma jirrispondux it-telefon. Din toħloq frustrazzjoni lin-nies li jużaw is-servizz u tista’ twassal għall-imġieba aggressiva min-naħa tagħhom.
In-nies li jużaw is-servizz żdiedu ħafna u għalhekk il-customer care ma jkunux jistghu jlaħħqu man-nies li jagħmlu kuntatt bit-telefon u dawk li jiġu fl-Aġenzija.
Nies li jużaw is-servizz jakkużaw lill-customer care li ma jwasslux il-messaġġ lill-ħaddiema.
Aktar informazzjoni lill-customer care dwar x’qiegħed iseħħ fl-Aġenzija u l-Fondazzjoni.
F’Każ urġenti meta l-ħaddiema soċjali ma jkunux jistgħu jkellmu lin-nies, l-SAL jew xi kollega għandha tispjega lill-persuna li tuża s-servizz għaliex ma tistax tkellmu/tkellimha.
Meta l-ħaddiema soċjali ma tkunx trid twieġeb telefonati għal diversi raġunijiet, tal-Customer Care għandhom ikunu nfurmati dwar dak li jistgħu jgħidu lin-nies.
Ikun hemm linji gwida għall-Customer Care li jindikaw sa fejn dawn għandhom jieqfu mill-mistoqsijiet li jistaqsu lill-persuni li jużaw is-servizz.
L-ħaddiema soċjali għandhom ikellmu lin-nies li jużaw is-servizz, meta dawn ta’ l-aħħar iħallu l-messaġġi u wkoll l-ħaddiema soċjali għandhom jitilgħu għall-messaġġi meta l-ASW ma tkunx disponibbli.
Jiżdied l-istaff tal-Customer Care Clerks biex meta dawn ikunu qed jagħmlu xogħolhom fir-reception ikun hemm min ikun assenjat biss li jirċievi t-telefonati u oħrajn li jaqdu n-nies li jiġu fl-Aġenzija.
Nuqqas ta’ komunikazzjoni bejn il-Customer Care Clerks u ASW’s u l-ħaddiema Soċjali fejn jidħol xogħol amministrattiv għaliex ikun hemm deadlines stipulati. Eżempju ta’ dan, huwa li fl-aħħar tax-xahar iridu jiddaħlu l-Payments, Vacation Leave, u Sick Leave fil-ħin.
Meta l-ħaddiema jitolbu xi ħaġa mhux urġenti lil ASW u din tista’ tistenna.
Awtorita` żejda u arroganza minn uħud mill-professjonisti.
Nuqqas ta’ apprezzament lejn ix-xogħol amministrattiv u x-xogħol li dan jinvolvi.
Il-professjonisti għandhom ikunu mgħarfa dwar id-deadlines u dwar il-proċess tal-formoli li jaslu fl-aħħar tax-xahar.
Meta jkun hemm bżonn xi ħaġa mhux urġenti mill-uffiċju Amministrattiv il-professjonisti jistgħu jibgħatu emejl u mhux jitilgħu fl-uffiċju.
Il-professjonisti għandhom jifhmu li x-xogħol Amministrattiv huwa importanti u li ċertu pressjoni titpoġġa għaliex l-ASW’s ikollhom deadlines u regoli li jridu jirrispettaw.
Permezz ta’ komunikazzjoni aktar ċara u rispett jista’ jingħata servizz aħjar.
Nuqqas ta messaġġiera fl-Aġenzija, ċertu korrispondenza ma tasalx fil-ħin.
Ġieli ikun hemm nuqqas ta’ kommunikazzjoni bejn is-servizzi eżempju meta każ ikun segwit minn żewġ servizzi differenti.
Aktar kuntatt mal-Management minħabba li jista’ jkun hemm tibdil f’deċiżjonijiet u azzjonijiet li jkunu ser jittieħdu.
Tinħoloq sistema ta’ messaġġiera fl-Aġenzija speċjalment ma’ servizzi esterni.
Aktar kuntatt dirett bejn il-ħaddiema u l-Management u l-ħaddiema jiġu aktar involuti f’deċiżjonijiet li tinvolvi lilhom direttament.
with Service Users

. .
. .
. .
Due to deadlines, crises interventions and heavy case load, the workers does not always have enough time to:
# take phone calls;
# carry out home visits;
# keep clients informed of the interventions carried out;
# contact other professionals and
# conduct planned meetings with the client.
Most of our service users use the mobile phone, therefore they cannot afford to wait for a long time waiting for their phone call to be answered.
Most of our service users do not have an email, they have to use the phone, this is a limitation on the service users' side and on the workers’.
Communication limitations can lead to a bad reputation on the social workers and on the Agency involved.
It would be a good idea to introduce the service of a free phone.
The service user might find it difficult to trust the social worker as at times they feel that he/she is just a number.

The worker might not have enough time to reflect on the case/project, due to heavy case load.
Employ more employees at the reception desk.
Reduce case load.
Counseling rooms should be kept always clean and well maintained to make them more welcoming.
Communication is a two-way process, involving a minimum of two people. The service provider needs to be able to communicate clearly but also to be able to enable others to communicate with himself/herself.
Good communication is fundamental.
Service provider need to communicate effectively with service users, carers and other professionals.
Each type of communication has its own challenges.
Inability to operate effectively in one or more of these areas has been at the root of many high profile situations which have beset the history of our work.
To carry out his/her work effectively the worker has to have the necessary time and resources.
Lack of communication can lead service users to shut down, stepping away from assistance or losing trust in the worker.
Thank you for your attention.
Meta xi uħud mill-ħaddiema socjali jitolbu lil customer care, jagħmlu mistoqsijiet fuq dettalji lil persuni li juzaw is servizz. Dan barra li ma huwiex l-irwol tal-customer care, joħloq inkonvenjent kemm għal customer care u għal persuni li juzaw is-servizz.
Workers have lack of access to free online tools such as prezi, drop box and youtube. Assess to such websites would facilitate communication and quality of work.
Good communication helps workers to work more efficiently and effectively with the service users, resulting in more positive outcomes with less confrontation and fewer missed opportunities.
Loraine Borg
Donatella Bruno
Carmen Farrugia
Ritienne Bonello
Elaine Attard
Mary Anne Casha
Rosanne Cassar
Marthese Romano
Joanne Buhagiar Fiott
Chantelle Marie Grixti
Frances Mazzitelli
Melanie Spiteri
Juliet Borg
Helen Rota
Noel Pace
Marianne Fenech
Agostina Schembri
Amanda Cini
Sandra Micallef
Presentation by Loraine Borg
Full transcript